Client Account Manager, Freight Forwarding

Delmar International Inc.•New York, NY

About The Position

Reporting to the Director, the Client Account Manager supports the development and retention of existing and prospective Delmar customers. The role maintains effective written and verbal communication with clients to promote customer satisfaction, identifies client needs, resolves problems, responds to inquiries, and proactively provides solutions and recommendations. The Client Account Manager also grows and retains a dedicated book of business by upselling and cross-selling Delmar services. The role serves as the main point of contact for assigned accounts, coordinates with internal and external stakeholders to support supply-chain execution, manages exceptions and escalations, and develops opportunities for account growth. It also supports forecasting and planning and manages service-level agreements, contractual obligations, and customer and industry compliance requirements.

Requirements

At least 2 years of sales or operations experience in the 3PL freight-forwarding environment.
Fluency in spoken Italian to support Italian-speaking clients and business partners.
Ability to establish rapport and develop strong relationships with potential leads and key customer contacts.
Ability to ask appropriate questions, listen carefully, and understand customer needs.
Proven problem-solving skills.
Excellent communication skills.

Nice To Haves

Experience in ocean, air, ground, brokerage, or warehousing.
Bachelor's degree.
Knowledge of current air and ocean service offerings for transatlantic shipments to the United States and Canada.

Responsibilities

Act as the main point of contact for assigned accounts.
Build and maintain relationships with key stakeholders and understand customer objectives, challenges, and supply-chain requirements.
Conduct regular business reviews and performance meetings.
Monitor customer demand patterns and forecasts; manage exceptions and urgent customer requests.
Collaborate with origin offices, procurement, and customer service teams, aligning internal operations with customer expectations.
Facilitate supply-chain processes from order through delivery.
Identify supply-chain risks and resolve delivery delays, inventory shortages, transportation issues, and service disruptions.
Lead cross-functional teams addressing customer concerns and communicate recovery plans and timelines.
Identify opportunities to grow existing accounts; support contract renewals and negotiations; promote products, services, and supply-chain solutions; and develop account growth strategies.
Review customer forecasts and demand trends, support Sales & Operations Planning processes, and work with customers to improve forecast accuracy and inventory optimization.
Manage service-level agreements and ensure contractual obligations and customer and industry compliance requirements are met.
Upsell and cross-sell Delmar services while maintaining and retaining a dedicated book of business.
Respond to client inquiries in a timely manner and provide solutions, insights, and recommendations.